Enterprise Customer Success Manager (MarTech)

Join our team as an Enterprise Customer Success Manager, where you will be the trusted advisor for our most strategic accounts. You will build relationships at the C-suite level, lead executive business reviews, and navigate the complexities of large organizations. This role requires a strong background in customer success, strategic account management, or management consulting, with a focus on large enterprise accounts. You will have the opportunity to make a significant impact on our customers' success and drive revenue growth for our company.

• Establish and maintain trusted relationships with C-suite and VP level stakeholders across a portfolio of enterprise accounts, ensuring you are seen as a strategic partner.
• Lead and facilitate executive business reviews (EBRs) that focus on business outcomes, connecting platform ROI to board-level priorities, and guiding large organizations through significant changes.
• Proactively identify and qualify expansion opportunities within your portfolio, including upsell, cross-sell, and new use cases, and lead commercial negotiations for renewals and multi-year contract expansions.
• A track record of successfully navigating complex enterprise organisations: managing multiple stakeholder groups, chairing cross-functional programmes, and sustaining engagement across long sales and success cycles
• Demonstrable history of retaining and growing revenue within an enterprise portfolio, with clear examples of upsell and expansion driven through relationship-led strategy
• 5+ years in a Customer Success, Strategic Account Management, or Management Consulting role, with a minimum of 3 years working exclusively with large enterprise or global strategic accounts
• Proven, demonstrable experience building and managing executive-level relationships (VP and above) within large, matrixed organisations, this is non-negotiable
• Approaches AI as a practical tool for doing better work; whether that's faster research, sharper prep for client calls, or smarter prioritisation. Should use it to support reporting, analyse health signals and scale personalisation
• Comfortable with 50%+ travel to customer sites, predominantly UK with some international travel required
• Executive presence: you are credible, composed, and confident engaging with senior stakeholders. They respect your perspective and value your counsel
• Commercially sharp: you identify expansion signals early, build compelling business cases, and understand how to structure commercial conversations with enterprise procurement teams
• Data-driven: you are comfortable using usage data, dashboards, and ROI analysis to substantiate your recommendations and build compelling narratives for renewal and expansion
• Experience working with SMB or mid-market customers, where speed, volume, and efficiency matter as much as depth of relationship
• Highly organised : you manage a complex, high-value portfolio without dropping the ball, and you know when to delegate versus when to stay close
• Enterprise navigator: you understand how large organisations work: the politics, the approval structures, the competing agendas. You find a way through, not around
• Fearless challenger: you are comfortable pushing back on C-suite stakeholders, guiding large organisations through uncomfortable change, and standing firm when it is in the customer's best interest
• Background in Martech, CRM, marketing automation, or data-driven marketing a strong advantage and will accelerate your ramp time significantly
• Consultative and curious: you ask the right questions, listen deeply, connect business challenges to platform solutions, and tailor your approach to each organisation's maturity and goals
• Familiarity with advocacy, referral, or loyalty marketing concepts